Fontana-OC- Appointment Clerk (Spanish Bilingual)-1321456

$51,272 - $56,555/Yr

Kaiser Permanente - Fontana, CA

Full-time - Entry Level

Fontana, CA

Ambulatory Health Care Services

About the position

The Appointment Clerk position at Kaiser Permanente serves as the first point of contact for members, providing high-level assistance by scheduling appointments, transferring calls, and offering general information. This role requires strong customer service skills and the ability to navigate complex appointment systems in a high-volume environment.

Responsibilities

• Respond to incoming calls and apply critical thinking to complex guidelines.
• Determine the type of appointment requested and make appointments following appropriate guidelines.
• Prioritize member needs and offer alternatives when appropriate.
• Utilize superior customer service skills to diffuse difficult member encounters.
• Handle difficult interactions with tact and diplomacy.
• Determine if calls are urgent or emergent and transfer to a Registered Nurse when necessary.
• Compose messages for medical staff based on member requests.
• Respond courteously to general questions using online databases.
• Identify ways to improve service quality and recommend changes.
• Perform clerical duties as assigned.

Requirements

• One (1) year customer service experience in a service-related industry, preferably healthcare.
• High school graduate or General Education Development (GED) equivalent.
• Bilingual (English/Spanish) Level I required.